Lloyds admits 'inadequate' service to customers

Lloyds Banking Group's record £28 million fine follows a review by the Financial Conduct Authority's predecessor, the Financial Services Authority (FSA), of sales bonus schemes in the banking industry.

While 20 firms had features that increased the risk of mis-selling, Lloyds' failings were "so serious" it was referred for further investigation last year.

Lloyds apologised to customers and admitted its management of incentive schemes was "inadequate".

It has begun contacting customers that were affected and said it has made major changes to its sales incentive schemes since the issues first emerged in 2011 "to ensure that all its schemes are focused on doing the right things for customers and providing good service".